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News : Ocado to Create 300 Jobs with Move to Former Vaux Site in Sunderland

Sunderland, England, July, 2019 -- Online grocery firm Ocado is to create 300 jobs in Sunderland with the opening of a call centre on the former Vaux brewery site.

The e-commerce business, which recently launched a joint venture with Marks and Spencer, will be the first occupier of The Beam office block, taking the top two floors of the first building on the city centre regeneration plot.

Ian Pattle, general manager for customer service and strategy at Ocado, said: "We’re pleased to be coming to Sunderland as we grow our market leading customer service proposition.

"The new contact centre will support our existing service and we look forward to welcoming new talent from the local area to our team."

Sunderland Council leader Graeme Miller said the announcement was "hugely significant for Sunderland".

He said: "Ocado’s decision to invest in The Beam is absolutely fantastic news not only for Sunderland but for the entire North East region.

"The company is one of the most innovative and progressive in the world when it comes to ecommerce and for Sunderland to be chosen as the base of its newest office is a sign of just how attractive a proposition our city has become over the past few years.

"We have built a fantastic relationship with Ocado over the course of the last year, and we will build on that to ensure they’re supported to make their new Sunderland base an overwhelming success.

"We couldn’t be happier that we’ve attracted such an exceptional brand to our city centre and we look forward to supporting them as they build a team and grow from here."

The Beam is the first building on the site of the former Vaux brewery, which closed in 2000.

The site close to the city centre has been the subject of lengthy wrangling since then, but there are now hopes that thousands of jobs can be created there with a mixture of offices, leisure businesses, plus a new home for the city council.

Coun Miller said: "It’s been a long time coming, but this is the start of the Vaux site springing back to life. As a council we have backed the city centre with public sector investment, and today’s news demonstrates how that is attracting increased private sector investment.

"With the latest figures showing £1.5bn being invested in the city, and £500m of that going into the city centre, this is a big step in the transformation of Sunderland as we build a more healthy, vibrant and dynamic city."

Real-time call guidance and post call data analyticsBalto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

DaiseeDaisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...(read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer.

Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation.

The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated.

As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation.

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

KoopidAIMost customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...(read more)Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based chatbots. An even more powerful technique enables AI to manipulate the visual aspects of the user interface as well. Imagine interacting with what seems like a just-in-time mobile app or web-site, created just for you - the user - and optimized for exactly the problem you are trying to address at this moment. A Conversational UI, as it were.

Deploying Conversational UI’s can dramatically improve rates of self-service, reduce call volumes and greatly simplify the customer experience. Further, integrating a Conversational UI into a natural language IVR and providing a seamless experience across channels can enable intuitive and personalized experiences that are truly delightful. And in an era where customer loyalty is closely co-related with the quality of experience, that is a game changer for the business as well.

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

Contact Center Solution AI-DrivenMediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

VOZIQ Predictive Customer Retention SolutionVOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.